As the Operations and analytics Manager in our brand new Customer Service department you will play an active role in reviewing and developing opportunities to optimise and harmonise end-to-end processes within Customer Service and assess the potential of digitalisation across our processes as well as our Way of Working (WoW).
Welcome to Global Shared Services in Gdansk
Arla is a global farmer-owned organisation that is behind many well-known and loved brands, including Arla Apetina®, Castello®, Lurpak® and many, many more.
As our new Manager you become a part of our Global Shared Services in Gdansk. Here, you won’t find factory machines or farmers. Instead, you will join over 600 colleagues dedicated to supporting all of Arla with IT, HR, financial and procurement operations. Joining us, you will take part in our mission to make a real difference for colleagues near and far.
With over 15 years of existence in Gdansk, we offer you a lot of knowledge and the opportunity to partake in challenging and exciting innovation projects. As a part of the Arla organisation, you will also enjoy a Scandinavian, collaborative work culture. We are all on first name terms with each other, and we truly appreciate diversity and individuality.
Customer Operations and Analytics Manager
Miejsce pracy: Gdańsk, Wrzeszcz (Neptune Office)
About the job:
We are looking for an experienced customer service manager who will be based at global shared service centre in Gdansk and report to the Head of Customer Service & Support. You will review and develop proposals on opportunities to optimise and harmonise end-to-end processes. You will also assess the potential of digitalisation across our processes as well as our WoW. With your hands-on approach you will develop practical approaches for a potential utilisation of shared services within Customer Service. That includes a support in process design and standardisation activities.
Please note this is interim role until September 2025.
Specifically you will:
- Lead and collaborate with a cross functional team in an international and cross-cultural environment
- Develop practical approaches for a potential utilisation of shared services within Customer Service, including support in process design and standardisation activities
- Propose how service could be delivered in the most harmonised and efficient way, according to market needs
- Ensure the voice of the customer is at the heart of our operating model
Who are you?
- To be successful in this role you will have:
- Proven track record as People manager in Customer Service area or similar
- Proven successful experiences of project management and/or continuous improvement
- A driven, proactive and self-motivated personality
- Strong communication skills as well as a proven ability to build relationships and successfully work with stakeholder management
- An analytical skillset
- Strong leadership skills in line with the Arla leadership behaviours
- Innovative and resilient attitude which helps you to navigate in a dynamic environment
- In-depth knowledge and understanding of Arla systems, like SAP, Salesforce Service and also Experience Cloud, Arla Connect (EPiServer ECOM portal)
- An understanding of the Arla value chain and how it is structured
What do we offer?
- Global Shared Services is truly a global setup. As such, you will have the opportunity to collaborate closely with business areas across cultures and borders. You can bring your knowledge and understanding into the mix to break new ground with Customer Service in Global Shared Services.
- International operating environment;
- Flexible working time (start your day of work between 7-9) and home office work possibility
- Trainings with experts & professional induction in a new position
- Financial support of your education
- Medical care & life insurance
- Additional benefits like gym card, vouchers, travel points or cinema tickets, etc.
- Scandinavian working style & no dress code
- Home kit – monitor, laptop, keyboard, mouse, headsets, webcam
- Referral program for employees
- Employee Assistance Program (legal, psychological, health, financial consulting, etc. )
- Support for your healthy lifestyle (fruit day, facility for sportsmen, sport challenges and activities, Arla active teams / sport groups)
- Modern office space with beautiful view and high standard furniture (i.e. adjustable desks)
- Chill-out rooms with X-box, pool table, board games, football table and swing